This topic

Reduced Broadband speed on Fibre 100

GazzaP — Wed, 15 Jul 2020 09:33:50 GMT

Hi there.

I've had BT broadband for many years and have had Fibre 100 for a couple of years, at least. Since installation of Fibre 100, I've had average download speeds of c. 130Mbps. At the beginning of July I switched from Sky TV to BT TV (was put on a 2 year Broadband and TV contract) and was provided with the Smart Hub 2 (previously had the Smart Hub 1). Immediately my broadband speeds have dropped from 130Mbps to between 60 and 80Mbps and this is consistent. Please note this is the speed when BTTV is not being used so is a like for like comparison with my broadband when I had Sky. The BT Broadband test confirmed that I was receiving less than the 100Mbps guarantee and they have opened a fault for me, although no progress seems to be being made with it. As I say, I know that I can receive consistent speeds of c. 130Mbps which has disappeared overnight and I would really like to know (1) what has happened and (2) when will my previous speed be reinstated.

All help appreciated, many thanks.

Re: Reduced Broadband speed on Fibre 100

shelts — Wed, 15 Jul 2020 16:33:23 GMT

Wifi or Wired connection?

Re: Reduced Broadband speed on Fibre 100

GazzaP — Wed, 15 Jul 2020 21:18:10 GMT

Wired connection.

Re: Reduced Broadband speed on Fibre 100

pippincp — Wed, 15 Jul 2020 21:36:55 GMT

One thing you haven't made clear, have you changed ISP? All you mention is a change of TV service.

Re: Reduced Broadband speed on Fibre 100

GazzaP — Wed, 15 Jul 2020 21:39:33 GMT

I'm attaching below a screenshot of the BT Wholesale broadband speed checker site for my exchange - Newtown Llantwit - box 28. Does this help with an evaluation of my problem? Many thanks.

Re: Reduced Broadband speed on Fibre 100

GazzaP — Wed, 15 Jul 2020 21:41:03 GMT

No I've been with BT Broadband for years and have had Fibre 100 for a couple of years - Ultrafast with BT, as I say, averaging speeds of 130Mbps.

Re: Reduced Broadband speed on Fibre 100

GazzaP — Wed, 15 Jul 2020 22:40:08 GMT

So to be clear, I've had BT Fibre 100 Ultrafast with a Smart Hub 1 for about 2 years with speeds at 130Mbps. At the beginning of July I also took on BTTV ( I was previously with Sky for my TV) and was sent a Smart Hub 2 as part of the package. My Broadband package has remained the same - Fibre 100 - but the download speed has bombed to between 60 and 80Mbps since taking on the Smart Hub 2.

Re: Reduced Broadband speed on Fibre 100

pippincp — Thu, 16 Jul 2020 00:01:51 GMT

Thank you for the clarity. I was a bit confused. So, do you still have the other hub or did you send it back? It was yours after all, the SH2 isn't, BT changed the terms where they now retain ownership but previously once you finished the minimum term the hub became your property. That's another story though.

Can you post the connection stats from the hub. Go to advanced settings/technical log/information.

Do a quiet line test, 17070 option 2,best with corded phone. Shouls be silent between announcements. You may get a dull hub from a cordless but that's OK.

Re: Reduced Broadband speed on Fibre 100

GazzaP — Thu, 16 Jul 2020 07:59:07 GMT

Hi Pippincp

Yes I still have my old smart hub. I was wondering whether I should try just going back to that? I've done the quiet line test - we have cordless 'phones for the landline. Apart from a very feint noise (presumably the cordless radio), the line is completely quiet.

Below are the stats from the Tech log for the Smart Hub 2:

Product name	BT Smart Hub 2
Serial number	2001096121
Fireware version	v0.17.01.12312-BT (Mon May 11 18:49:53 2020)
Board version	R01
GUI version	1.56 15_02_2019
DSL uptime	1 days 7 Hours 19 Mins 45 Secs
Data rate	15.9 Mbps / 87.5 Mbps
Maximum Data rate	15.6 Mbps / 79.6 Mbps
Noise margin	3.1/6.9
Line attenuation	0.0/42.0
Signal attenuation	0.0/42.0
VLAN id	101
Upstream error control	Off
Downstream error control	Off
Data sent / received	1.8 GB Uploaded / 2.1 GB Downloaded
Broadband username	bthomehub@btbroadband.com
BT Wi-Fi	Active
2.4 GHz wireless network name	BT-JKACJ9
2.4 GHz wireless channel	Smart (Channel11)
5 GHz wireless network name	BT-JKACJ9
5 GHz wireless channel	Smart (Channel36)
Wireless Security	WPA2 (Recommanded)
Wireless mode	Mode 1
Firewall	On
MAC address	0C:8E:29:E2:01:BF
Software variant	-
Boot loader	0.1.7-BT (Thu Nov 30 09:45:22 2017)

Hope that helps and await to hear. Many thanks.

Re: Reduced Broadband speed on Fibre 100

GazzaP — Thu, 16 Jul 2020 08:13:03 GMT

Oh and btw, I've just been onto the BT troubleshooting site where I first reported the fault and they have stated that the fault has now been fixed. However, I'm getting a download speed atm of 67Mbps, which is less than 50% of what I was achieving prior to the receipt of the Smart Hub 2. Any advice around what I should be expecting (download speed wise) and what my options are would be greatly appreciated.

Many thanks.

Re: Reduced Broadband speed on Fibre 100

GazzaP — Thu, 16 Jul 2020 08:27:29 GMT

As mentioned before BT now reckon they have "fixed the fault". However, my download speed is still poor. Below is the screenshot from this morning's test with BT and it would appear that nothing has changed from when I first logged the issue a week ago.

Re: Reduced Broadband speed on Fibre 100

pippincp — Thu, 16 Jul 2020 13:46:05 GMT

You're going to have to ring this one in, your connection stats clearly show you aren't getting the speed. 0800 587 4787

Re: Reduced Broadband speed on Fibre 100

GazzaP — Thu, 16 Jul 2020 14:32:50 GMT

Thanks, I will and will let you know how I get on.

Re: Reduced Broadband speed on Fibre 100

GazzaP — Thu, 16 Jul 2020 15:32:23 GMT

I've got a booster engineer coming out tomorrow morning.

Re: Reduced Broadband speed on Fibre 100

pippincp — Thu, 16 Jul 2020 16:35:23 GMT

That was quick. Let us know how it turns out.

Re: Reduced Broadband speed on Fibre 100

GazzaP — Thu, 16 Jul 2020 22:16:46 GMT

BT have acknowledged that I'm not getting the speeds that I should be getting. They have suggested that they have traced an Open Reach fault. How likely is it that they will fix it? The Engineer is coming out tomorrow,

Re: Reduced Broadband speed on Fibre 100

GazzaP — Thu, 16 Jul 2020 22:17:22 GMT

Will do!

Re: Reduced Broadband speed on Fibre 100

GazzaP — Fri, 17 Jul 2020 12:50:18 GMT

Well the Open Reach engineer came out this morning and tested everything. I'm getting speeds of £130mbps to the house and almost that coming off my master socket and yet the Smart Hub was delivering barely 80mbps. We switched back to my original Smart Hub 1 and, immediately, the speed increased to well over 100mbps! So the Smart Hub 2 was faulty, knocking about 50mbps off my download speeds. The engineer had not previously encountered this issue. All sorted now, thank goodness.